Making your Customer Service social

Author: Colin Shaw

Social Media extends beyond PR – how can it influence your customer service strategy? 

There is a great post on Mashable covering 5 steps to taking your Customer Service social. If you’re a regular reader of the blog you’ll know this is a hot topic at Beyond Philosophy. We’re firm believers that engaging with your customers on a one-to-one personal level is the best way to build relationships and develop your customer experience. More to the point. The emergence of social media has levelled the playing field for organisations to engage in this activity – you no longer need a huge call centre or extensive customer support channel.

One of my favourite examples of a social customer service strategy is Best Buy’s Twelpforce which is “A collective force of Best Buy technology pros offering tech advice in Tweet form“. Any Best Buy employee with a Twitter account can respond to a customers question, helping to move the company from a customer service department to a social customer-service centric organisation. The deeper you integrate this strategy in the actual structure of your organisation the more it will become a natural behaviour for you, your employees and your brand.

Read the original Mashable post here

By Colin Shaw | Published: June 1, 2010